Customer Success Manager

About the role

The role owns the post-sale customer lifecycle, driving adoption, retention, and expansion across a portfolio of B2B SaaS accounts. You will partner directly with technical stakeholders and executive sponsors to ensure platform value is fully realized and integrated into customer workflows.

Responsibilities

• Manage a portfolio of mid-market and enterprise SaaS accounts, owning net retention, gross churn, and expansion targets
• Lead structured onboarding programs, technical implementations, and training sessions for customer teams
• Conduct quarterly business reviews to align on business outcomes, product roadmap priorities, and ROI metrics
• Partner with product and engineering to triage escalated technical issues and advocate for customer feature requests
• Identify cross-sell and upsell opportunities and partner with account executives to close expansion deals
• Maintain accurate health scores, usage analytics, and CRM records in Salesforce and Gainsight

Requirements

• 3-6 years of customer success, account management, or technical consulting experience in B2B SaaS
• Strong technical aptitude with the ability to understand APIs, data integrations, and complex software workflows
• Exceptional communication and stakeholder management skills, comfortable presenting to C-level executives
• Data-driven approach to tracking usage metrics, health scores, and identifying churn risks
• Bachelor's degree in a relevant field; experience with Gainsight, Salesforce, and Zendesk is a plus